Method and apparatus for monitoring telephonic members and providing directory assistance

ABSTRACT

Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

BACKGROUND OF THE INVENTION

[0001] 1. Technical Field

[0002] The present invention relates to a system for providing directoryassistance services to telephone users in a telephone network and, inparticular, maintaining a connection to a directory assistance platformand providing for automatic reconnection to a directory assistanceprovider.

[0003] 2. Discussion of the Related Art

[0004] Telephone calls from one party to another are made throughtelephone networks, with telephone switches and private branch exchanges(“PBX”) employed as necessary in order to connect networks andcustomers. Customers frequently make use of directory assistance systemsto reach their desired parties. When using a directory assistance system(sometimes referred to as a “directory assistance platform”), a callerfirst dials the appropriate telephone number or access code. Telephoneusers usually access a directory assistance system through a carrierswitching center. Once connected to a directory assistance provider,such as a live operator or a voice server, the caller identifies theparty whose telephone number is desired. The correct number is locatedand may be reported to (by voice or computer-generated speech), and/ordialed for, the caller. It is increasingly common for directoryassistance systems to connect the caller to the caller's desired numberin addition to, or in place of, simply providing the number to thecaller. This is particularly helpful to callers using cellular or otherforms of wireless telephones, who may be engaged in other activities atthe same time and therefore unable to take note of the number as it isrecited. Typically, once the caller has been given the number and/or thenumber is dialed for the caller, the caller's connection through thedirectory assistance platform is terminated.

[0005] Termination of the connection through the directory assistanceplatform has a number of disadvantages. For example, if the caller isgiven or connected to an incorrect telephone number, the caller mustcontact the directory assistance system again or inquire elsewhere toobtain the correct number. This naturally requires additional action andexpense on the caller's part. Moreover, reconnection to the directoryassistance platform requires reallocation of directory assistanceresources to the customer call. In view of the previous connectionthrough the directory assistance platform, reconnection and reallocationis unnecessary, time consuming, and under some circumstances, wasteful.Similarly, even if the telephone number to which the caller is connectedis correct, the line may be busy, there may be no answer, thedestination party's telephone network may be inoperable, etc. In suchcircumstances, the caller often will want to contact a different party,again requiring the aid of the directory assistance system. Requiringseparate and repeated connections to a directory assistance platformincurs added monetary expense on the caller's part, because directoryassistance platforms typically charge a fee for each separateconnection. Conversely, if a caller's connection is maintained to thedirectory assistance platform, multiple actions may be taken to assistthe caller without necessarily incurring such additional fees.

[0006] It is known in the art to provide proactive call services tocalling and/or called parties. As demonstrated in U.S. Pat. No.5,414,754, proactive call services allow parties to, for example,establish a conference call to a third party, leave recorded messagesfor an unavailable called party, or instruct a telephone serviceprovider to repeatedly attempt to connect to an unavailable party for apre-determined period of time after an unsuccessful call attempt. Mostproactive call services are provided only when a call has beensuccessfully established between two (or more) parties. For such callservices, one of the parties requests the service by entering aspecified access code. Other proactive call services are available onlywhen a call is unsuccessful (e.g., the caller encounters a busy signalor a ring-no-answer condition); to access these services, the caller isprompted to select one from a menu. Both methods suffer the disadvantageof requiring affirmative action by one or more parties in order toaccess the services.

[0007] Prior art directory assistance systems suffer from a furtherdisadvantage in that they typically lack dedicated resources formonitoring telephone connections to calling or called parties. Forexample, in U.S. Patent No. 5,414,754, one tone detecting devicemonitors up to 1,344 connections by using a multiplexer. The period oftime for which each connection is monitored is critical to this methodof operation. To service so many connections on an equal time-sharingbasis, the device cannot monitor one particular connection for more thana very short period of time (illustratively, on the order ofmilliseconds) before switching to and monitoring others. If the timeperiod is too short, this method has the deleterious effect of requiringa party to press a key for an extended period of time—long enough toensure that the monitoring digital signal processor (“DSP”), perhaps adual-tone multi-frequency (“DTMF”) receiver, cycles back to the party'sconnection in time to detect the keypress—or risk the possibility thatthe DSP will miss the party's keypress. Another disadvantage to thismethod is that normal voice energy, or transient signals such as frominterference or crosstalk, may cause a DSP that is monitoring theconnection to mistakenly report that a party pressed a key. Thisdisadvantage is even more pronounced in a wireless environment, wherethe bit error rate or degraded audio quality of the connection oftenprecludes the receipt of a continuous tone.

[0008] Another disadvantage in prior directory assistance systems is theinability to restrict the caller's use of the directory assistancesystem to connect to specified parties. For example, the party payingfor a caller's wireless telephone service may wish to restrict thecaller from making any long-distance calls, or to limit the caller tocalls to other parties within one organization, etc. Without the abilityto limit the caller's connections through the directory assistancesystem, the caller could circumvent the paying party's restrictions byhaving the directory assistance system complete the call for him or her.

[0009] Accordingly, there is a need in the art to provide a method andapparatus by which a caller can, for the duration of a telephone call(i.e., until the calling telephone disconnects from the directoryassistance platform), maintain his or her connection to the directoryassistance platform and repeatedly receive directory assistance in avariety of forms with minimal or no action on his or her part. There isalso a need in the art for means and an apparatus for allocating amonitoring resource, such as a DSP, to a minimal number of telephonicconnections. In addition, there is a need for means and an apparatus forverifying a caller's authorization to connect to a requested destinationparty through a directory assistance platform.

SUMMARY OF THE INVENTION

[0010] In view of the above disadvantages of the related art, it is anobject of the present invention to provide a method and apparatus formaintaining a telephonic connection for the duration of a telephone callthrough a directory assistance platform (i.e., until the callingtelephone disconnects from the platform) and automatically reconnectinga directory assistance-routed caller to a directory assistance provider.

[0011] It is a further object of the present invention to detect, duringa call to a customer's destination party, a telephone networkcommunication problem that causes the call to be unsuccessful, and toconnect the caller, with substantially no further action on his or herpart, to a live operator for further assistance.

[0012] It is another object of the invention to detect a ring-no-answercondition while attempting a call to a customer's destination party,and, upon such detection, to maintain the connection attempt and presentthe caller with a menu of directory assistance service options,including the option to continue monitoring the ring tone.

[0013] It is a further object of the invention to detect a busy signalwhile attempting a call to a customer's destination party, and, uponsuch detection, to terminate the connection attempt and present thecaller with a menu of directory assistance service options, includingthe option to re-dial the same number.

[0014] It is also an object of the invention to provide a method andapparatus for providing directory assistance services, such asconnecting customers to directory assistance providers, allowingrepeated directory assistance requests from each customer, searching forinformation to satisfy directory assistance requests, providing suchinformation to customers, and connecting customers to their desireddestination parties, as well as enhanced directory assistance services,e.g., recording messages from customers for delivery to destinationparties and allowing destination parties, upon delivery of a recordedmessage, to return the customer's call with minimal action by thedestination party.

[0015] It is a further object of the invention to verify a customer'sauthorization to complete calls through a directory assistance system.To enable such verification, along with the customer's call, dataconcerning the calling telephone number and the location from which thecall originated is also received. Based upon the caller's identity andstored information concerning restrictions on the customer's callingauthority, the caller's authorization for connecting to desireddestination parties can then be verified.

[0016] It is a still further object of the invention to provide adirectory assistance customer with numerous opportunities to request,with minimal action on the customer's part, the directory assistancesystem to report the desired destination telephone number.

[0017] It is also an object of the invention to provide a directoryassistance customer with the customer's destination telephone number viathe customer's alphanumeric pager.

[0018] It is a still further object of the invention to implement theabove objects for callers using wireless telephones.

[0019] In accordance with the present invention, a directory assistancesystem is provided that includes a telephone switch or PBX forreceiving, establishing, routing, and connecting telephone calls, plustelephone operators, communication links to physically connect thedirectory assistance system components, and one or more computers,including at least one voice server, to perform a variety of directoryassistance functions (e.g., maintain and search databases containingtelephone numbers, billing information, call information, etc.; storeand execute instructions relating to the operation of the switch or PBX;provide automated voice services and operator functions). Providingaccess to and from the telephone switch are external communication linksthat support standard T1, Common Channel Signalling System 7 (“CCSS7”),or Integrated Digital Services Network (“ISDN”) communications.

[0020] Calls into the directory assistance system and connections fromthe system to a caller's destination number are made over externalcommunication links. Telephone connections over the communication linksare monitored to detect keypresses and connection status conditions(e.g., busy signal, dial tone). For example, outbound connections todestination parties are monitored by call progress analyzers (“CPA”) todetermine if an attempted call is unsuccessful (e.g., a busy signal isdetected); once applied, CPAs are allocated to the outbound connectionfor a period of time sufficient in length (illustratively determined bya specified number of rings of the destination telephone) to determinethe success or failure of the connection attempt.

[0021] The directory assistance system does not drop its connection to,and involvement in, a calling party's connection as soon as it initiatesa new call leg (i.e., an outbound call to a destination telephone).Rather, the directory assistance system maintains contact, ready toprovide further assistance from a directory assistance operator or avoice server until the calling party disconnects from the directoryassistance platform. By remaining in the call flow, a directoryassistance system according to this invention is able to provide muchfaster response to customers' subsequent assistance needs than washeretofore available, which is of particular value to wireless customerswho may be distracted by other events. In previous directory assistancesystems, in which the system would terminate its involvement after thecustomer was given its desired telephone number or the directoryassistance provider initiated a call attempt to the desired party, thecustomer was required to reconnect to the directory assistance system ifadditional assistance was desired.

[0022] In a directory assistance system according to the presentinvention, incoming directory assistance request calls are received by atelephone switch, which is controlled by a switch host computer, via aninbound member of the external communication links and routed to adirectory assistance provider. The directory assistance provider may beeither a live operator or a voice server that provides automateddirectory assistance. The switch host computer stores and updatesinformation concerning the status of each active directory assistancecall. In addition, a call record is created on a system server to store,for billing purposes, the history of the customer's call. Afterreceiving a request from the caller, the directory assistance providerlocates and retrieves the telephone number of the caller's desireddestination party by searching directory assistance information storedon system servers. An outbound member of the communication links isseized in order to connect the caller to his or her party, and thedestination telephone number is dialed over that outbound member. Adual-tone multi-frequency (“DTMF”) receiver is applied to the inboundmember to detect customer keypresses, which may represent pre-specifieddirectory assistance requests. A call progress analyzer (“CPA”) isapplied to the outbound member for a period of time to monitor themember for any one of several pre-determined telephone call connectionstatus conditions that indicate an unsuccessful call attempt. Upondetection of such a connection status condition, or when the calledparty disconnects, the caller is redirected to a directory assistanceprovider for further assistance.

BRIEF DESCRIPTION OF THE DRAWINGS

[0023] These and other features, aspects, and advantages of the presentinvention will become more readily apparent from the following detaileddescription, which should be read in conjunction with the accompanyingdrawings, in which:

[0024]FIG. 1 depicts the components of a directory assistance systemaccording to the invention;

[0025]FIG. 2 provides a detailed view of a telephone switch used in oneembodiment of the invention;

[0026]FIG. 3 provides a detailed view of a voice server used in oneembodiment of the invention; and

[0027] FIGS. 4A-E are flowcharts depicting one method of using theinvention.

DETAILED DESCRIPTION OF THE INVENTION

[0028] The following embodiments will be described in the context of aprivate telephone switch connected via conventional T1 communicationlinks to customers using wireless telephones. Those skilled in the art,however, will recognize that the disclosed methods and structures arereadily adaptable for broader applications. Note that whenever the samereference numeral is repeated with respect to different figures, itrefers to the corresponding structure in each figure.

[0029] With reference to FIG. 1, a directory assistance system 100according to an exemplary embodiment of the invention is depicted. Oneor more external communication links 102 connect directory assistancesystem 100 to customers and customer telephone networks. Communicationlinks 102 connect to telephone switch 104, which is connected to switchhost computer 106 via switch data link 108. In an alternativeembodiment, switch host computer 106 is coterminous with telephoneswitch 104.

[0030] Telephone switch 104 is attached via a T1 communication link tochannel bank 110, and from there connects to operator channel 112 andoperator telephone 116. Operator telephones are located at each of oneor more operator positions (represented by the numeral 114 in FIG. 1).Using operator data terminal 118, a live operator at operator position114 accesses one or more system servers 120, which are inter-connectedvia data network 122. Switch host computer 106 is also connected to datanetwork 122. Finally, switch 104 is connected to one or more voiceservers, which are described below. Each connection to a voice serveremploys a T1 voice server link (a first voice server link 124 is shownin FIG. 1).

[0031] As stated above, communication links 102 provide telephoneconnections to directory assistance system 100 for incoming directoryassistance calls and also provide access to external telephone networksover which outgoing calls are placed. An incoming call is received viainbound channel 102 a (shown in FIG. 2) and an outgoing call is placedover outbound channel 102 b (shown in FIG. 2). There is generally oneoutbound channel 102 b for every inbound channel 102 a, so that forevery call into directory assistance system 100 there is an outboundchannel available to reach the caller's desired party or parties.Communication links 102 may, in an illustrative embodiment, be comprisedof one or more T1 communication spans which are known in the art. Insuch an embodiment, each individual call over a T1 span, whether into orout of telephone switch 104, utilizes one of the 24 individual channelsinto which a T1 span is segmented, each channel providing two-waycommunication.

[0032] Telephone switch 104 is now described in further detail withreference to FIG. 2. Operation of telephone switch 104 is governed bycomputer-readable instructions stored and executed on switch hostcomputer 106. In one embodiment of the invention, telephone switch 104is an Excel LNX 2000 and switch data link 108 is a 38.4 kb serial link;in another embodiment, switch data link 108 is an Ethernet link.

[0033] Telephone switch 104 includes expandable central processing unit(“EXCPU”) 204 and/or matrix central processing unit (“MXCPU”) 204.EXCPU/MXCPU 204 serves as an interface for telephone switch 104 toswitch host computer 106 (via switch data link 108).

[0034] EXCPU/MXCPU 204 and other components of telephone switch 104communicate through shared communication path 202, commonly called a“midplane.” In the currently-described embodiment, midplane 202 utilizesa time division multiplexing (“TDM”) method of sharing a common pathway.Thus, a plurality of data and/or voice streams can be interlaced ontothe single path, separated by time.

[0035] Another board-level component of telephone switch 104 ismulti-frequency digital signal processor (“MFDSP”) unit 210, whichincludes four single in-line memory module (“SIMM”) packagings. EachSIMM packaging is comprised of four DSP arrays. Each DSP array iscomposed of multiple, illustratively sixteen, programmable DSPs. TheDSPs can be programmed or reprogrammed to function as, among otherthings, call progress analyzers (“CPA”), call progress generators(“CPG”), multi-frequency (“MF”) receivers or transmitters, dual-tonemulti-frequency (“DTMF”) receivers or transmitters, or conference units,depending upon the demand placed on directory assistance system 100 andtelephone switch 104 for each corresponding function.

[0036] CPAs (represented by the numeral 218 in FIG. 2) are sensitive to,and capable of identifying, telephone connection status conditions andsignals including ring tone, busy, reorder, PBX intercept, SITintercept, vacant code, reorder-SIT, no circuit LEC, reorder-carrier, nocircuit-carrier, dial tone, continuous on tone, and silence. In anexemplary embodiment of the invention, one CPA will monitor only oneoutbound channel 102 b at a time. In other embodiments of the invention,one CPA may be applied to more than one outbound channel. However, toensure that connection status conditions are properly detected, thenumber of outbound channels monitored by one CPA should be kept to aminimum (i.e., no more than four). In still other embodiments of theinvention, two or more DSPs may be applied to a single outbound channel.

[0037] CPGs (represented by the numeral 212 in FIG. 2) generate tones tocustomers connected to directory assistance system 100, such as theringback tone customers hear when they are routed to an operator.

[0038] DTMF receivers (represented by the numeral 214 in FIG. 2) listenfor DTMF tones generated by customers' telephones, such as when acustomer presses a telephone button. DTMF receivers are capable ofdetecting and identifying which button was pressed (i.e., the numbers0-9 or the characters ‘*’ or ‘#’) and passing that information to switchhost computer 106 for appropriate action. DTMF receivers are assigned tomonitor inbound channels for a configurable period of time,illustratively, from the time of a caller's initial connection totelephone switch 104 to the time the caller disconnects, including theduration of all outbound call legs made on the caller's behalf. Onceapplied to an inbound channel, a DTMF receiver allows telephone switch104 to detect the press of a telephone button, perhaps done in order toactivate tone-triggered return transfer as described in pending U.S.Ser. No. 08/234,644 filed Apr. 28, 1994, which is incorporated herein byreference, or another feature of directory assistance system 100.

[0039] Conference units (represented by the numeral 216 in FIG. 2)enable telephone switch 104 to connect two or more voice paths in abalanced manner, thereby providing the necessary voice connectionsbetween calling parties, called parties, and directory assistanceproviders.

[0040] In the presently-described embodiment, each DSP array providesmultiple instances of the function for which it is programmed, the exactnumber depending upon the specific function. For example, each DSP arrayprogrammed to provide CPA, CPG, or DTMF receiver functions providessixteen instances of the chosen function. In other words, a DSP arrayprogrammed to provide call progress analyzer functions will containsixteen separately and independently functional and controllable CPAs. ADSP array programmed to provide conference unit functions, however,provides only four instances of such function. The programmable DSPs onMFDSP unit 210 are managed by switch host computer 106 via EXCPU/MXCPU204, which keeps track of which DSPs are available and which areallocated.

[0041] An additional board-level component of telephone switch 104 is T1interface unit 230. Switch 104 contains one or more T1 interface units;each unit provides connections to eight T1 (1.544 mb/sec) spans, each ofwhich is comprised of 24 channels, thus providing 192 64 kb voicechannels per T1 interface unit. In FIG. 2, T1 interface 230 dedicatestwelve channels on each of six of the eight spans to incoming calls andthe other twelve to outgoing calls. The seventh T1 span serves as voiceserver link 124, and the eighth functions as a link to channel bank 110and operator channel 112. Voice server link 124 and operator channel 112are used to connect directory assistance callers to a voice server or alive operator, respectively.

[0042] It will be recognized by one skilled in the art that multipleinstances of telephone switch 104 may be incorporated into a telephonenetwork or directory assistance system 100 without exceeding the scopeof this invention.

[0043] Switch host computer 106 stores and executes computer-readableinstructions for the purposes of, among others, configuring andoperating telephone switch 104 and directing the transfer of callsthrough switch 104. It also directs the playback of recorded messages tocallers connected to directory assistance system 100. Pre-recordedgreeting and closing messages played for callers are recorded in thevoice of the operator to whom the caller will be, or was, connected.Switch host computer 106 directs the playback of the appropriate messageby identifying the operator and the inbound channel 102 a the caller isconnected to and specifying the message to be played.

[0044] Further, switch host computer 106 maintains call data for eachdirectory assistance call connected to directory assistance system 100.The call data stored on the host computer consists of the most recentassistance request received from each caller, and includes one or moreof: the calling telephone number, the date and time of the caller'sconnection to directory assistance system 100, the T1 span and channelthe caller is connected to, the caller's desired destination telephonenumber, the status of the caller's previous directory assistancerequest, which operator assisted the caller, etc. Additional call datais stored on system servers 120, as described below. The call datastored on switch host computer 106 and system servers 120 are providedto directory assistance providers when a caller makes multiple directoryassistance requests in one call to directory assistance system 100. Byconsidering the collected call data, such as the information that wasprovided to a caller in a previous request, a directory assistanceprovider can tailor subsequent assistance to be more effective.

[0045] Switch host computer 106 also directs the transfer of informationbetween itself and system servers 120 (via data network 122) as well asbetween system servers 120 and switch 104 and operator position 114 (viachannel bank 110 and operator channel 112).

[0046] Operator position 114 includes means by which a live operatorreceives calls, determines callers' informational needs, searches forand retrieves information from system servers 120, provides informationto callers, and initiates outgoing calls. In an exemplary embodiment ofthe invention, an operator at operator position 114 is provided with atelephone headset 116 for interacting with callers, and data terminal118, connected to data network 122, for interacting with system servers120.

[0047] System servers 120, which are interconnected via data network122, include one or more data servers 120 a which provide and managedata services within directory assistance system 100. Data servers 120 amaintain databases containing telephone and business directories,billing information, and other information in computer-readable form tobe searched by operators in response to callers' requests. As introducedabove, data servers 120 a also store call data for later retrieval bydirectory assistance providers furnishing subsequent assistance to acaller. The call data stored on data servers 120 a illustrativelyinclude how and where a directory assistance provider searched forinformation to satisfy a customer request, the information retrieved bythe assistance provider, how that information was displayed for theassistance provider, and the form in which it was communicated to thecaller. Unlike switch host computer 106, data servers 120 a save calldata concerning all requests made by a caller during one call todirectory assistance system 100, not just the most recent request, butonly for a predetermined period of time (illustratively, one hour).

[0048] Billing information is stored in the form of call records, whichare created for each customer call into directory assistance system 100.They contain data such as the caller's telephone number, the date andtime of the caller's connection to directory assistance system 100, thedates and times of attempted connections to destination parties, theduration of each call leg, etc. A call record is updated each timedirectory assistance is rendered to the associated customer, and isclosed when the customer disconnects from directory assistance system100.

[0049] The software used to create and manipulate the databases on dataservers 120 a is known in the art of computer software and allowsdirectory assistance providers to search the databases by name, address,type of goods or services, geographical region, etc. In FIG. 1, switchhost computer 106 and data servers 120 a are depicted as distinctentities; in an alternative embodiment they are coterminous.

[0050] System servers 120 also include one or more voice servers (afirst voice server 120 b is shown in FIG. 1) that provide, inalternative embodiments of the invention, all or a subset of theoperator functions provided by a live operator at operator position 114.For example, voice servers store and deliver messages that liveoperators would otherwise be required to frequently repeat for callers,such as greetings, closing messages, and the caller's requestedtelephone number.

[0051] In an illustrative embodiment, depicted in FIG. 3, voice server120 b is connected to telephone switch 104 by voice server link 124 andto switch host computer 106 and data servers 120 a via data network 122.Each voice server connects to telephone switch 104 via a separate voiceserver link. Voice server 120 b consists of a general purpose computerplus one or more voice cards (a first voice card 302 is depicted in FIG.3), which serve as the interface between voice server link 124 and voiceserver 120 b. Voice card 302 monitors and controls communications overvoice server link 124; its capabilities include telephone tone detectionand generation, voice recording and playback, and call progressanalysis. Therefore, very similar to telephone switch 104, voice server120 b is capable of detecting connection status conditions, detectingcustomer keypresses, and generating tones. Although FIG. 1 depicts voiceserver 120 b distinct from data servers 120 a, in alternativeembodiments they are coterminous.

[0052] Voice server 120 b also includes typical computer components suchas central processing unit 304, data storage unit 306, and bus 310 fortransferring voice and data signals. Voice server 120 b may also containa voice recognition subsystem (not shown) for receiving verbal inputfrom a party connected to the voice server.

[0053] Voice server link 124 provides voice connections betweentelephone switch 104 and voice server 120 b, thus providing means bywhich callers may be connected to voice server 120 b and receiveautomated operator assistance. Voice server link 124, in an illustrativeembodiment of the invention, is comprised of one or more T1 spans, witheach one of the 24 channels of each span providing two-waycommunication.

Advanced Directory Assistance Services

[0054] When, as described below in connection with one method ofimplementing this invention, the caller is connected to voice server 120b after a busy signal or a ring-no-answer condition is detected,subsequent monitoring of inbound channel 102 a and outbound channel 102b is performed by voice server 120 b; switch 104 continues to monitoroutbound channel 102 b to detect, for example, when the destinationtelephone is answered or disconnected. As mentioned above, voice server120 b contains voice card 302 which provides telephone signal detectionand generation capabilities comparable to those of telephone switch 104.By drawing upon these capabilities, directory assistance system 100 canoffer advanced directory assistance services to callers. Three servicesare of particular value, and directory assistance system 100 can beconfigured to automatically offer all, or a subset, of the threeservices to callers who encounter a busy signal or a ring-no-answercondition after the directory assistance system attempts to connect themto their destination parties.

[0055] The first service of particular interest serves to inform thecaller of the telephone number retrieved in response to the caller'sdirectory assistance request. Illustratively, the caller will press the‘#’ key to invoke this service. In response, voice server 120 b conveysa verbalization of each digit in the telephone number. Alternatively,the caller may press another key, such as the ‘7’ key, to receive thedestination telephone number via his or her alphanumeric pager. Onemethod by which directory assistance system 100 may deliver thedestination telephone number to the caller's pager is by formatting amessage containing the information to be provided, sending the messageto a paging server maintained by the customer's service carrier, fromwhence it is sent across the carrier's paging network to the customer.The message may, alternatively, be received on another alphanumericcommunication device, such as the customer's wireless telephone. Themessage will typically be addressed to the customer's automaticnumbering identification (“ANI”) that was received with the customer'scall. The message passed to the customer will include the destinationtelephone number and may include further identification data such as thename and/or address of the destination party.

[0056] The second service allows a caller to leave a message for acurrently-unreachable destination party. Voice server 120 b records themessage provided by the caller and, at configurable time intervals inthe future, attempts to connect to the destination telephone. When asuccessful connection is established, the message is delivered. In apresent embodiment, if the successful connection is to a live person oran answering service, the answering person will be informed that amessage exists for a specified destination party and will be requestedto press a particular key to receive the message. After playing themessage, it may be played again. In this embodiment, if the successfulconnection is to an answering machine, the message will be played forthe machine to record, thus allowing the destination party to easilyretrieve it.

[0057] In an alternative embodiment of this service, the destinationparty will be required to call directory assistance system 100 toretrieve the message left for that party by the original caller. Theparty must enter an access code to retrieve the message, thus ensuringthat private messages are adequately protected. If delivery ornotification of the stored message is attempted for a predeterminednumber of times without success, the message will be deleted and thefailed delivery attempt will be noted.

[0058] The third service of particular interest enables a destinationparty to return a calling party's call via a single keypress, and hasparticular value when used in conjunction with the second service. Insuch a combination, after voice server 120 b plays the message for thedestination party, the destination party may press a specified key toinitiate a call to the original caller. Voice server 120 b will handlethis as a normal outgoing call.

[0059] Method of Operation

[0060] One method of implementing the present invention is depicted inFIGS. 4A-4E. As an initial process, switch host computer 106 isprogrammed at step 400 with instructions for configuring and operatingtelephone switch 104 in accordance with the present invention. Theinstructions are loaded in computer-readable form, as is known in theart.

[0061] A directory assistance call is received (step 402) by directoryassistance system 100 at T1 interface 230 of telephone switch 104 viainbound communication channel 102 a. A directory assistance call mayoriginate at virtually any telephone, whether wireless, portable, orstationary. In receiving the call, directory assistance system 100 alsoreceives data concerning the caller's identity, such as the caller'sANI, and the area of the call's origination, such as the originatingcell site. This information is used, as described below, to verify thatthe customer is authorized to connect to the desired destination partyvia directory assistance system 100.

[0062] Switch host computer 106 and data server 120 a commence (step404) the collection of call data, starting with the information listedimmediately above. The call data is updated as directory assistancesystem 100 takes action on behalf of the caller. Therefore, when acaller makes successive assistance requests, the directory assistanceprovider (i.e., a live operator or voice server 120 b) called upon tosatisfy each subsequent request can refer to information concerning thecaller's connection to directory assistance system 100 and theinformation provided in response to the caller's previous requests.

[0063] Switch host computer 106 determines (step 406) whether anydirectory assistance operators are available. If no operators areimmediately available, and the caller has not already been waiting (step408) for an operator, CPG 212 generates (step 410) a ringback toneacross T1 interface 230 to inform the calling customer that his or hercall is being queued to await an available operator. Waiting calls arethen placed (step 412) into an automatic call distribution queue(“ACDQ”), which is maintained by switch host computer 106 andconstructed such that queued calls are routed to available operators inthe order in which they were received. When one or more operators areavailable (step 406), a queued call, or if no calls are queued then anew call, is connected (step 414) to an available operator by switch 104through EXCPU/MXCPU 204 and operator channel 112. In one embodiment ofthe invention, calls that are returned to an ACDQ due to an unsuccessfulattempt to complete an outgoing call are placed into a separate ACDQthat has a higher priority than the ACDQ that holds new calls.

[0064] Once connected to an operator, a greeting message is played (step416) for the caller. In illustrative embodiments, the message may belive from an operator or recorded (in the voice of the operator to whomthe call is connected) and played back by voice server 120 b. Switchhost computer 106 directs the playback of recorded messages from voiceserver 120 b by identifying the inbound channel 102 a and the operatorwith which the caller is connected and specifying the message that voiceserver 120 b is to play.

[0065] The caller typically then states (step 418) his or her directoryassistance request by identifying, as far as he or she is able, thedestination party he or she wishes to contact. The operator searchesdatabases of information (e.g., listings of private individuals andbusinesses), stored on data servers 120 a, for the appropriatedestination telephone number. Database records matching the caller'squery may be displayed on the inquiring operator's data terminal 118 ina variety of formats, such as alphabetical, random, etc. The operatorretrieves (step 420) the information most closely matching the caller'srequest.

[0066] Based on the destination telephone number retrieved by theoperator, the caller identification information received with the callby directory assistance system 100, and call authorization data storedon data servers 120 a, the operating software on the data serversattempts to verify (step 422) the caller's authorization to connect tothe destination telephone number through directory assistance system100. For example, a caller may not be authorized to make long-distancetelephone calls on his or her account. When such a caller connects todirectory assistance system 100 from his or her home local calling area,the software simply determines whether the caller is trying to call adestination telephone number outside of the caller's local calling area.If, however, the caller is connected to directory assistance system 100from a calling area outside of his or her home local calling area, thesoftware uses the ANI received with the call, as well as the destinationtelephone number, to determine whether the caller is attempting to placea long-distance call.

[0067] If the caller is not authorized (step 422) to make the requestedcall through directory assistance system 100, the caller will merely beprovided with the destination telephone number (step 424). Additionally,the caller may only be authorized to receive information from directoryassistance system 100 (i.e., he or she may not place any calls throughthe system). In this situation, the caller could never advance furtherthan step 424.

[0068] If, however, authorization is verified (step 422), the operatorinitiates an outgoing call for the caller by seizing (step 426) outgoingcommunication channel 102 b from T1 interface 230 and outdialing (step428) the destination telephone number. Outdialing is a function oftelephone switch 104, whereby switch 104 transmits the destinationtelephone number after it is entered. Entry of the destination telephonenumber may be done manually by an operator (i.e., the operator keys thenumber in via operator telephone 116) or automatically by data server120 a (i.e., data server 120 a delivers the destination telephone numberto switch 104 after the number is identified by the operator).

[0069] Switch host computer 106 is notified of the outgoing call andautomatically instructs telephone switch 104 to apply (step 430) CPA 218to outbound channel 102 b and DTMF receiver 214 to inbound channel 102 aafter outdialing. Although a plurality of the programmable DSPs on MFDSPunit 210 are allocated and configured as CPAs and DTMF receivers, theyremain in a quiescent state until assigned to an outbound channel.Telephone switch 104 then connects (step 432) the calling customer oninbound channel 102 a to the outgoing call on outbound channel 102 b.

[0070] CPA 218 monitors the outgoing call on outbound channel 102 b fora predetermined number of rings, a predetermined amount of time, oruntil a specified connection status is detected. A successful call, inwhich the destination telephone is answered, is recognized by T1interface 230 of switch 104. Illustratively, T1 interface 230 identifiesa successful call by detecting, on outbound channel 102 b, the bittransition that occurs when the destination telephone converts from anon-hook status to an off-hook status. The detection of a successful callis relayed to switch host computer 106 by switch 104. In one telephoneswitch according to the invention, T1 interface 230 first notifiesEXCPU/MXCPU 204 of the successful call via TDM midplane 202. EXCPU/MXCPU204 in turn notifies switch host computer 106 via switch data link 108.

[0071] When an outgoing call is successfully completed (step 434),directory assistance system 100 remains passively connected to the call.When the destination telephone is disconnected (step 440), T1 interface230 detects another bit transition indicating that the destinationtelephone changed from off-hook to on-hook, and switch 104 drops (step442) CPA 218 and DTMF receiver 214.

[0072] If and when the customer disconnects (step 444), whether beforeor after the called party disconnects, the customer's call is brokendown and the connection between the customer and directory assistancesystem 100 is terminated. If the caller does not disconnect fromdirectory assistance system 100 within a configurable period of timeafter the called party disconnects, voice server 120 b is connected(step 446) to the caller via voice server link 124. Voice server 120 b,utilizing the capabilities of voice card 302, then commences (step 448)its own DTMF detection and, substantially simultaneously, presents (step450) the caller with an audio menu of selected directory assistanceoptions. The caller selects (step 452) an option by pressing thespecified key, illustratively, the ‘#’ key to hear (step 454) arecitation of the destination telephone number, the ‘*’ key to beconnected (step 456) to a live operator at operator position 114, or the‘7’ key to have directory assistance system 100 convey the destinationtelephone number to the caller by transmitting (step 458) it to thecaller's alphanumeric pager or telephone. The customer's input isdetected and identified by voice card 302. Voice server 120 b performsthe corresponding function, after which the caller may disconnect orreturn to step 450.

[0073] If, however, the call is unsuccessful (step 434), CPA 218 willdetect (step 460) a telephone connection status condition such as ringtone, busy, reorder, PBX intercept, SIT intercept, vacant code,reorder-SIT, no circuit LEC, reorder-carrier, no circuit-carrier, dialtone, continuous on tone, or silence. Telephone switch 104 identifies(step 462) the condition and notifies switch host computer 106.Subsequent action depends upon which connection status condition wasdetected.

Busy Signal

[0074] If the detected condition is identified as a busy signal (step462), telephone switch 104 drops (step 480) CPA 218 and DTMF receiver214 from outbound channel 102 b and inbound channel 102 a, respectively,then terminates (step 482) the outgoing call by releasing outboundchannel 102 b. Switch 104 then transfers (step 484) the caller to voiceserver 120 b so that the caller can receive automated directoryassistance. In order to transfer control of a call to voice server 120b, telephone switch 104 connects inbound channel 102 a to voice serverlink 124. As opposed to directory assistance systems in which a voiceresponse unit (“VRU”), operating under the control of a switch hostcomputer, is merely conferenced or bridged onto a caller's connectionwith a switch or called parties, in the present embodiment of theinvention not only does the voice server connect to the customer's callinto directory assistance system 100, it also takes control over thecustomer's call. In order to route a call back to switch 104, either fortransfer to a live operator or to re-dial a destination telephonenumber, voice server 120 b simply sends a specified message to switchhost computer 106 via data network 122 identifying which inbound channelthe caller is on. Switch host computer 106 then instructs switch 104 todirect the new call attempt.

[0075] Along with the caller's connection, voice server 120 b receives(step 486) the associated call data, described above, from switch hostcomputer 106 and data servers 120 a over data network 122. Voice server120 b then plays (step 488) a message to the caller, explaining that thedestination telephone is busy, and initiates (step 490) DTMF detectionon inbound channel 102 a, using voice card 302, in order to detect keyspressed by the caller.

[0076] Voice server 120 b presents (step 492) the caller with an audiomenu offering several directory assistance options. The caller chooses(step 494) one by pressing the specified key, illustratively, the ‘#’key to have voice server 120 b recite (step 496) the dialed telephonenumber, the ‘*’ key to transfer (step 498) the caller to a liveoperator, the ‘1’ key to record (step 500) a message for later deliveryto the destination party, the ‘2’ key to transfer (step 502) the callback to switch 104 and attempt the same destination telephone numberagain (by resuming operation at step 424), or the ‘7’ key to receive(step 504) the destination telephone number via the caller'salphanumeric pager or telephone. The caller's selection may,alternatively, be spoken into the caller's telephone and received by avoice recognition subsystem associated with, or contained within, voiceserver 120 b. Unless the caller disconnected from directory assistancesystem 100, transferred, or recorded a message for later delivery, voiceserver 120 b will automatically return to step 492 after performing therequested function. For the times when a caller records a message fordelivery to the destination party, voice server 120 b can be configuredto either return the caller to step 492 or terminate the caller'sconnection. If the caller chooses to transfer to a live operator,telephone switch 104 takes control of the call from voice server 120 b.If no operators are currently available, the caller hears a ringbacktone generated by CPG 212 and is placed into an ACDQ, as explainedabove.

[0077] When a directory assistance-connected caller is rerouted to alive operator after an unsuccessful call attempt, regardless of whatconnection status condition was encountered, the live operator receivessubstantially the same call data as voice server 120 b did in step 486.

Ring-No-Answer Condition

[0078] When a ring-no-answer condition is detected (step 462), it isdesirable to allow sufficient time for the called party to answer thecall, but yet also provide the calling party with options other thansimply waiting continuously for an answer. After telephone switch 104drops (step 510) CPA 218 and DTMF receiver 214, it transfers (step 512)the call to voice server 120 b, as described above in response to thereceipt of a busy signal. The ring tone received over outbound channel102 b is muted (step 514), and voice server 120 b receives (step 516)the associated call data from switch host 106 and data servers 120 a.Voice server 120 b then initiates (step 518) its own DTMF detection, viavoice card 302, in place of the counterparts dropped by switch 104 andpresents (step 520) the caller with an audio menu.

[0079] The audio menu presented in response to a ring-no-answercondition is similar to that offered after a busy signal. The callerselects (step 522) an option by pressing the specified key,illustratively, the ‘#’ key to have voice server 120 b recite (step 524)the dialed telephone number, the ‘*’ key to transfer (step 526) thecaller to a live operator, the ‘1’ key to continue monitoring (step 528)the outbound connection for an answer by the destination party, the ‘2’key to record (step 530) a message for later delivery to the destinationparty, or the ‘7’ key to receive (step 532) the destination telephonenumber via the caller's alphanumeric pager or telephone. The caller'sselection may, alternatively, be spoken into the caller's telephone andreceived by a voice recognition subsystem associate with, or containedwithin, voice server 120 b. Unless the caller disconnected fromdirectory assistance system 100, transferred, chose to continuemonitoring outbound channel 102 b, or recorded a message for laterdelivery, voice server 120 b will automatically return to step 520 afterperforming the requested function. When a caller records a message fordelivery to the destination party, voice server 120 b can be configuredto either return the caller to step 520 or terminate the caller'sconnection. If the caller chooses to transfer to a live operator,telephone switch 104 takes control of the call from voice server 120 b.If no operators are currently available, the caller hears a ringbacktone generated by CPG 212 and is placed into an ACDQ, as explainedabove.

[0080] If the caller chooses the option of returning to the ring tone,voice card 302 maintains its DTMF detection in order to allow the callerto connect to a live operator by pressing the ‘*’ key. Unless thedestination telephone is answered or the ‘*’ key is pressed, directoryassistance system 100 simply maintains the ringing outbound connectionuntil the caller disconnects.

[0081] If the called party answers the telephone after the call istransferred (step 512) to voice server 120 b, T1 interface 230 in switch104 detects a bit transition on outbound channel 102 b, as describedabove. Switch 104 then takes control of the call, terminates theconnection to voice server 120 b over voice server link 124, and thecaller and the called party are connected.

Network Communication Failure

[0082] Connection status conditions such as reorder, PBX intercept, SITintercept, vacant code, reorder-SIT, no circuit LEC, reorder-carrier, nocircuit-carrier, dial tone, continuous on tone, and silence indicate acommunication problem in the telephone network. In the event that one ofthese conditions is identified (step 462), subsequent action is quitedifferent from when a busy signal or ring-no-answer condition isdetected. Specifically, telephone switch 104 drops (step 464) CPA 218and DTMF receiver 214 and releases (step 466) outbound channel 102 b.Voice server 120 b is connected (step 468) to the caller, receives (step470) the associated call data, and informs (step 472) the caller that anetwork problem was encountered. The caller is then transferred (step474) to a live operator at operator position 114 and hears (step 476) areturn greeting message played by voice server 120 b. Note that thecaller was not required to take any action to be reconnected to a liveoperator; directory assistance system 100 automatically took thenecessary action. Subsequent activity resumes at step 418.

[0083] Various embodiments of the invention have been described. Thedescriptions are intended to be illustrative, not limitative. Thus, itwill be apparent to those skilled in the art that modifications may bemade to the invention as described without departing from the scope ofthe claims set out below.

We claim:
 1. A method of providing directory assistance services to acustomer caller, comprising the steps: receiving a customer call on afirst inbound channel; eliciting a directory assistance request from thecustomer; searching a database containing telephone numbers for searchresults including a destination telephone number that satisfies thedirectory assistance request; allocating a first outbound channel forattempting to establish a connection to a destination telephoneassociated with the destination telephone number; applying a callanalyzer to the first outbound channel; monitoring the first outboundchannel with the call analyzer for a configurable period of time todetect a connection status condition; detecting a connection statuscondition; determining if the connection status condition indicates anetwork communication problem; if the detected connection statuscondition indicates a network communication problem: without furtheraction by the customer, connecting the customer to a directoryassistance operator; and providing the directory assistance operatorwith search results from the directory assistance request.
 2. The methodof claim 1, further comprising the step of applying a DTMF detector tothe first inbound channel to detect customer input.
 3. The method ofclaim 2, in which the applying a DTMF detector step comprises the stepof applying a DTMF detector to the first inbound channel, for the periodof time from application of the DTMF detector until the customerdisconnects, to detect customer input.
 4. The method of claim 1, inwhich the customer call is originated from a wireless telephone.
 5. Themethod of claim 1, further comprising the steps: receiving callorigination location data on the first inbound channel; and verifyingthe authority of the customer to attempt to establish a connection tothe destination telephone.
 6. The method of claim 1, in which theapplying a call analyzer step comprises the step of dedicating a callanalyzer exclusively to the first outbound channel.
 7. The method ofclaim 1, further comprising the step of applying the call analyzer to asecond outbound channel.
 8. The method of claim 1, in which theconnection status condition is one of the set of reorder, PBX intercept,SIT intercept, vacant code, reorder-SIT, no circuit LEC,reorder-carrier, no circuit-carrier, dial tone, continuous on tone, andsilence.
 9. The method of claim 1, further comprising the step ofterminating the attempt to establish a connection to the destinationtelephone before connecting the customer to a directory assistanceoperator.
 10. The method of claim 1, further comprising the step ofinforming the customer of the network communication problem beforeconnecting the customer to a directory assistance operator.
 11. Themethod of claim 1, in which the connecting the customer step comprises:placing the customer call into a call distribution system; andconnecting the customer call to a directory assistance operatorspecified by the call distribution system.
 12. The method of claim 11,in which the placing the customer call step comprises the step ofplacing the customer call into a call distribution system with a firstassigned priority.
 13. A method of providing directory assistanceservices to a customer caller, comprising the steps: receiving acustomer call on a first inbound channel; eliciting a directoryassistance request from the customer; searching a database containingtelephone numbers for search results including a destination telephonenumber that satisfies the directory assistance request; allocating afirst outbound channel for attempting to establish a connection to adestination telephone associated with the destination telephone number;applying a call analyzer to the first outbound channel; monitoring thefirst outbound channel with the call analyzer for a configurable periodof time to detect a connection status condition; detecting a connectionstatus condition; determining if the connection status condition is aring-no-answer condition; if the detected connection status condition isa ring-no-answer condition: transferring the customer to a voice serverwhile continuing the attempt to establish a connection to thedestination telephone over the first outbound channel and continuing tomonitor the first outbound channel with the call analyzer; providing thevoice server with search results from the directory assistance request;and presenting the customer with a menu of directory assistance options.14. The method of claim 13, further comprising the step of applying aDTMF detector to the first inbound channel to detect customer input. 15.The method of claim 14, in which the applying a DTMF detector stepcomprises the step of applying a DTMF detector to the first inboundchannel, for the period of time from application of the DTMF detectoruntil the customer disconnects, to detect customer input.
 16. The methodof claim 13, in which the customer call is originated from a wirelesstelephone.
 17. The method of claim 13, further comprising the steps:receiving call origination location data on the first inbound channel;and verifying the authority of the customer to attempt to establish aconnection to the destination telephone.
 18. The method of claim 13, inwhich the applying a call analyzer step comprises the step of dedicatinga call analyzer exclusively to the first outbound channel.
 19. Themethod of claim 13, further comprising the step of applying the callanalyzer to a second outbound channel.
 20. The method of claim 13, inwhich the menu of directory assistance options includes the set ofoptions comprised of one or more of the following: conveying thedestination telephone number to the customer; transmitting thedestination telephone number to the customer's alphanumericcommunication device; transferring the customer to a directoryassistance operator; continuing to monitor the first outbound channelwith the call analyzer; and recording a message to be delivered to adestination party associated with the destination telephone number. 21.A method of providing directory assistance services to a customercaller, comprising the steps: receiving a customer call on a firstinbound channel; eliciting a directory assistance request from thecustomer; searching a database containing telephone numbers for searchresults including a destination telephone number that satisfies thedirectory assistance request; allocating a first outbound channel forattempting to establish a connection to a destination telephoneassociated with the destination telephone number; applying a callanalyzer to the first outbound channel; monitoring the first outboundchannel with the call analyzer for a configurable period of time todetect a connection status condition; detecting a connection statuscondition; determining if the connection status condition is a busysignal; if the detected connection status condition is a busy signal:removing the call analyzer from the first outbound channel; terminatingthe connection attempt to the destination telephone over the firstoutbound channel; connecting the customer to a voice server; providingthe voice server with the search results from the directory assistancerequest; and presenting the customer with a menu of directory assistanceoptions.
 22. The method of claim 21, further comprising the step ofapplying a DTMF detector to the first inbound channel to detect customerinput.
 23. The method of claim 22, in which the applying a DTMF detectorstep comprises the step of applying a DTMF detector to the first inboundchannel, for the period of time from application of the DTMF detectoruntil the customer disconnects, to detect customer input.
 24. The methodof claim 21, in which the customer call is originated from a wirelesstelephone.
 25. The method of claim 21, further comprising the steps:receiving call origination location data on the first inbound channel;and verifying the authority of the customer to attempt to establish aconnection to the destination telephone.
 26. The method of claim 21, inwhich the applying a call analyzer step comprises the step of dedicatinga call analyzer exclusively to the first outbound channel.
 27. Themethod of claim 21, further comprising the step of applying the callanalyzer to a second outbound channel.
 28. The method of claim 21,further comprising the step of informing the customer of the busy signalbefore presenting the customer with a menu of directory assistanceoptions.
 29. The method of claim 21, in which the menu of directoryassistance options includes the set of options comprised of one or moreof the following: conveying the destination telephone number to thecustomer; transmitting the destination telephone number to thecustomer's alphanumeric communication device; transferring the customerto a directory assistance operator; continuing to monitor the firstoutbound channel with the call analyzer; and recording a message to bedelivered to a destination party associated with the destinationtelephone number.
 30. A method of providing directory assistanceservices to a customer caller, comprising the steps: receiving acustomer call on a first inbound channel; receiving call originationlocation data on the first inbound channel; eliciting a directoryassistance request from the customer; searching a database containingtelephone numbers for search results including a destination telephonenumber that satisfies the customer's directory assistance request;verifying the authority of the customer to attempt to establish aconnection to the destination telephone; retrieving the destinationtelephone number from the database; allocating a first outbound channelfor attempting to establish a connection to a destination telephoneassociated with the destination telephone number; outdialing thedestination telephone number over the first outbound channel; applying acall analyzer to the first outbound channel; applying a DTMF detector tothe first inbound channel to detect customer input; monitoring the firstoutbound channel with the call analyzer to detect a connection statuscondition; detecting a connection status condition; and connecting thecustomer to a directory assistance provider upon detection of theconnection status condition.
 31. The method of claim 30, in which theapplying a DTMF detector step comprises the step of applying a DTMFdetector to the first inbound channel, for the period of time fromapplication of the DTMF detector until the customer disconnects, todetect customer input.
 32. The method of claim 30, in which the customercall is originated from a wireless telephone.
 33. The method of claim30, in which the connection status condition is a busy signal.
 34. Themethod of claim 30, in which the connection status condition is aring-no-answer condition.
 35. The method of claim 30, in which theconnection status condition is one of the set of reorder, PBX intercept,SIT intercept, vacant code, reorder-SIT, no circuit LEC,reorder-carrier, no circuit-carrier, dial tone, continuous on tone, andsilence.
 36. The method of claim 33, in which the connecting stepcomprises the step of automatically connecting the customer to a voiceserver upon detection of the connection status condition.
 37. The methodof claim 36, further comprising the steps: presenting the customer witha menu of directory assistance options; and monitoring the first inboundchannel with the DTMF detector to detect a customer input.
 38. Themethod of claim 34, in which the connecting step comprises the step ofautomatically connecting the customer to a voice server upon detectionof the connection status condition.
 39. The method of claim 38, furthercomprising the steps: presenting the customer with a menu of directoryassistance options; and monitoring the first inbound channel with theDTMF receiver to detect a customer input.
 40. The method of claim 35, inwhich the connecting step comprises the step of connecting the customer,with no further action by the customer, to a directory assistanceoperator upon detection of the connection status condition.
 41. Themethod of claim 40, further comprising the steps: informing the customerof a network communication failure; and transferring the customer to adirectory assistance operator.
 42. The method of claim 30, furthercomprising the steps: upon a successful connection attempt to thedestination telephone, connecting the customer to a voice server;presenting the customer with a menu of directory assistance options; andmonitoring the first inbound channel with the DTMF detector to detect acustomer input.
 43. The method of claim 30, in which the connecting stepcomprises: placing the customer call into a call distribution system;and connecting the customer call to a directory assistance providerspecified by the call distribution system.
 44. The method of claim 43,in which the placing the customer call step comprises the step ofplacing the customer call into a call distribution system with a firstassigned priority.
 45. The method of claim 30, further comprising thestep of applying the call analyzer to a second outbound channel.
 46. Themethod of claim 30, in which the applying a call analyzer step comprisesthe step of dedicating the call analyzer exclusively to the firstoutbound channel.
 47. The method of claim 30, in which the connectingstep comprises the steps: connecting the customer to a directoryassistance provider upon detection of the connection status condition;and presenting the customer with a menu of directory assistance options,said menu consisting of: conveying the destination telephone number tothe customer; transferring the customer to a directory assistanceoperator; transmitting the destination telephone number to thecustomer's alphanumeric communication device; continuing to monitor thefirst outbound channel with the call analyzer; and recording a messageto be delivered to a destination party associated with the destinationtelephone number.
 48. A directory assistance system for providingdirectory assistance services to a customer caller, comprising: aplurality of inbound channels for receiving customer calls; a pluralityof outbound channels for attempting to establish connections todestination telephones; a plurality of directory assistance operators; avoice server; switching means having a plurality of call analyzers formonitoring and detecting connection status conditions on the pluralityof outbound channels; server means capable of searching directoryassistance databases for search results including destination telephonenumbers that satisfy directory assistance requests; and means forconnecting a customer call on a first inbound channel, without furtheraction on the part of the customer, to a directory assistance operatorupon detection, by a call analyzer, of a connection status conditionindicating a network connection problem.
 49. The directory assistancesystem of claim 48, further comprising a DTMF detector for monitoringand detecting customer input on the first inbound channel.
 50. Thedirectory assistance system of claim 48, further comprising: memorymeans for storing the search results; and transfer means fortransferring the search results to directory assistance operators.
 51. Adirectory assistance system for providing directory assistance servicesto a customer caller, comprising: a plurality of inbound channels forreceiving customer calls; a plurality of outbound channels forattempting to establish connections to destination telephones; aplurality of directory assistance operators; a voice server; switchingmeans having a plurality of call analyzers for monitoring and detectingconnection status conditions on the plurality of outbound channels;server means capable of searching directory assistance databases forsearch results including destination telephone numbers that satisfydirectory assistance requests; and means for connecting a customer callon a first inbound channel, without further action on the part of thecustomer, to the voice server upon detection of a ring-no-answerconnection status condition by a call analyzer.
 52. The directoryassistance system of claim 51, further comprising a DTMF detector formonitoring and detecting customer input on the first inbound channel.53. The directory assistance system of claim 51, further comprising:memory means for storing the search results; and transfer means fortransferring the search results to the voice server.
 54. A directoryassistance system for providing directory assistance services to acustomer caller, comprising: a plurality of inbound channels forreceiving customer calls; a plurality of outbound channels forattempting to establish connections to destination telephones; aplurality of directory assistance operators; a voice server; switchingmeans having a plurality of call analyzers for monitoring and detectingconnection status conditions on the plurality of outbound channels;server means capable of searching directory assistance databases forsearch results including destination telephone numbers that satisfydirectory assistance requests; and means for connecting a customer callon a first inbound channel, without further action on the part of thecustomer, to a voice server upon detection, by a call analyzer, of aconnection status condition indicating a busy signal.
 55. The directoryassistance system of claim 54, further comprising a DTMF detector formonitoring and detecting customer input on the first inbound channel.56. The directory assistance system of claim 54, further comprising:memory means for storing the search results; and transfer means fortransferring the search results to the voice server.